NICE inContact, a NICE business (Nasdaq: NICE), today
announced that companies can now integrate Microsoft Teams and
Microsoft Dynamics 365 Customer Service with NICE inContact CXone.
Together, CXone and Microsoft Teams allow contact center agents to
smoothly collaborate with other experts for quicker case
resolution. The integration with Microsoft Dynamics 365 Customer
Service provides voice connectivity and embedded agent controls,
complementing the app’s consolidated agent desktop that boosts
productivity and empowers personalized experiences. NICE inContact
CXone delivers a comprehensive digital-first omnichannel offering
in the Contact Center as a Service (CCaaS) market aimed at
transforming experiences for customers and agents alike.
“Today’s customers expect nothing less than experiences that are
both fast and personalized to their particular needs. This requires
that agents have collaboration tools and direct access to customer
context so that they can quickly address customer needs,” said
Paul Jarman, NICE inContact CEO. “We are excited to be part
of the Microsoft Teams Connected Contact Center certification
program which provides access to valuable resources from Microsoft.
This integration enables NICE inContact to provide powerful
customer experiences, powered by a collaborative and intelligent
360-degree view of the customer, with every interaction.”
CXone and Microsoft Teams Enable Easier, Faster
Collaboration for Contact Centers Contact centers can now
combine Teams and CXone to simplify collaboration between agents
and subject-matter experts across the organization to resolve
customer issues, improve response time and operational efficiency.
Teams is a unified communication and collaboration platform that is
transforming the way millions of people work every day, including
those in contact centers.
New CXone voice connectivity for Teams provides a dedicated
connection to its high-quality, global voice service. Agents can
use Teams as a softphone when they interact with customers.
Managers will have access to the full range of CXone real-time and
historical reporting so that they can monitor key performance
indicators (KPIs) and make more informed, data-driven
decisions.
CXone Integration with Dynamics 365 Customer Service Boosts
Agent Productivity, Reduces Effort and Increases
Personalization The CXone Agent for Microsoft Dynamics Customer
Service integrates voice connectivity to complement the existing
set of supported digital messaging channels found in Customer
Service. With a consolidated agent desktop that provides quick and
easy access to the tools and information they need, agents can
engage more customers in less time while providing a consistently
personalized experience. With skills-based routing available today
in Customer Service, organizations can use their customer data
stored in Dynamics 365 to identify and connect customers to the
best-fit agent, improving first call resolution, average handle
time, and customer and agent satisfaction.
Dynamics 365 is an industry-leading customer relationship
management (CRM) solution that provides salespeople, agents, and
supervisors with effective tools for managing data, and updating
records and status both online and offline. CXone Agent for
Customer Service is available on Microsoft AppSource, deploys in
minutes and scales easily as business needs evolve.
NICE inContact empowers organizations to maximize the value of
their collaboration and customer relationship management (CRM)
solutions with the seamless integrations of its market-leading
contact center functionality and expertise.
About NICE inContact CXone NICE inContact CXone is the
leading cloud customer experience platform. Only CXone unifies
Customer Analytics, Omnichannel Routing, Workforce Optimization,
and Automation & Artificial Intelligence – providing a seamless
customer and agent experience – as part of one enterprise-grade,
cloud native platform. With its Open Cloud Foundation, CXone powers
rapid innovation via open APIs, leading scalability and reliability
(guaranteed 99.99 percent uptime), and carrier-grade connectivity
(guaranteed voice quality).
About NICE inContact NICE inContact works with
organizations of all sizes to create extraordinary and trustworthy
customer experiences that build deeper brand loyalty and
relationships that last. With NICE inContact CXoneTM, the
industry’s most complete cloud customer experience platform, we
combine best-in-class Customer Analytics, Omnichannel Routing,
Workforce Optimization, Automation and Artificial Intelligence, all
on an Open Cloud Foundation, enabling an exceptional agent and
customer experience—every time and on every channel. See how our
customer-centric expert services, innovative software, extensive
partner ecosystem, and over a decade of global leadership can help
you transform every experience and customer relationship for
lasting results. NICE inContact is recognized as a market leader by
the leading industry analyst firms. www.niceincontact.com
NICE (Nasdaq: NICE) is the world’s leading provider of
both cloud and on-premises enterprise software solutions that
empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps
organizations of all sizes deliver better customer service, ensure
compliance, combat fraud and safeguard citizens. Over 25,000
organizations in more than 150 countries, including over 85 of the
Fortune 100 companies, are using NICE solutions. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Jarman are based on the
current beliefs, expectations and assumptions of the management of
NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions,
including as a result of the COVID-19 pandemic; competition;
successful execution of the Company’s growth strategy; success and
growth of the Company’s cloud Software-as-a-Service business;
changes in technology and market requirements; decline in demand
for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
or delays in absorbing and integrating acquired operations,
products, technologies and personnel; loss of market share; an
inability to maintain certain marketing and distribution
arrangements; the Company’s dependency on third-party cloud
computing platform providers, hosting facilities and service
partners;, cyber security attacks or other security breaches
against the Company; he effect of newly enacted or modified laws,
regulation or standards on the Company and our products and various
other factors and uncertainties discussed in our filings with the
U.S. Securities and Exchange Commission (the “SEC”). For a more
detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from
time to time with the SEC, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20200526005288/en/
Corporate Media Cheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Yisca Erez +972 9 775 3798, ir@nice.com, CET
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